Research Article
Research on Service Quality Risk Evaluation Method
@INPROCEEDINGS{10.4108/eai.17-11-2023.2342680, author={Huali Cai and Ruixue Jiang and Licheng Xu and Dong Zhang and Xinxin Zheng and Liying Wang and Pengpeng Zhou}, title={Research on Service Quality Risk Evaluation Method}, proceedings={Proceedings of the 5th International Conference on Economic Management and Model Engineering, ICEMME 2023, November 17--19, 2023, Beijing, China}, publisher={EAI}, proceedings_a={ICEMME}, year={2024}, month={2}, keywords={service quality; risk evaluation; service blueprint}, doi={10.4108/eai.17-11-2023.2342680} }- Huali Cai
Ruixue Jiang
Licheng Xu
Dong Zhang
Xinxin Zheng
Liying Wang
Pengpeng Zhou
Year: 2024
Research on Service Quality Risk Evaluation Method
ICEMME
EAI
DOI: 10.4108/eai.17-11-2023.2342680
Abstract
China has entered the service economy era, the people's expectations for service quality is higher and higher. Unlike the manufacturing industry, the process of service production is accompanied by the customer experience process, the quality of service is generally measured by the customer experience. Service quality risk management is a concept of identifying service problems in advance, which considers and eliminates the service quality risks, changes passive to active. There are many kinds of risk evaluation methods commonly used in manufacturing, but most of them are not suitable for the service industry. This study identifies the source of service quality risk information from the customer experience process, determines the service quality factors and customer perception indexes (customer dissatisfaction rate, customer comment volume, customer complaint volume, customer reporting volume), quantitatively calculates these indexes, and forms a method for service quality risk evaluation. Through calculation, the method is applicable to many industries.